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Job Description & How to Apply Below
About Git Hub
Git Hub is the world's leading platform for agentic software development - powered by Copilot to build, scale, and deliver secure software. Over 180 million developers, including more than 90% of the Fortune 100 companies, use Git Hub to collaborate, and more than 77,000 organisations have adopted Git Hub Copilot.
Locations
In this role you can work from Remote, Ontario Canada
Overview
Git Hub is growing its Customer Success & Support team and we're seeking experienced professionals to elevate our technical customer support efforts. As a Customer Reliability Engineer III, you will efficiently manage and resolve customer issues and act as a liaison between customers and the engineering team. The ideal candidate will drive transformative customer experiences, ensuring long-term satisfaction and loyalty while fostering innovation and collaboration across teams.
This role may require working non-standard working hours, including weekends and holidays on-call as part of a team-wide rotation.
Responsibilities
Work with assigned customers via support tickets and/or real-time interaction (phone/screen sharing) to solve technical issues related to their usage of Git Hub products often involving Linux servers, source code, and web application issues.
Act as a single point of contact for technical issues with ability to troubleshoot and resolve complex issues independently.
Collaborate with the Support and Engineering teams to resolve product issues requiring code changes.
Lead incident response for outages affecting assigned customers, followed by delivery of postmortem reports.
Act as a single point of contact for specific enterprise customers to provide performance, and best practice advice and assessment related to Git Hub and customer's infrastructure.
Understand and maintain documentation around the customer infrastructure, workflows, and configuration of Git Hub
Enterprise Server or Git Hub Enterprise Cloud environment.
Coordinate and collaborate with other teams at Git Hub when additional expertise is needed to resolve customer issues.
Manage customer incidents and outages, including joining Zoom/screen share sessions for live triage.
Perform incident postmortems, ticket analysis, and system health checks for Premium Support customers as needed.
Lead quarterly business reviews for the assigned accounts by presenting metrics, data, and health check summary and recommendations.
Organize and lead weekly/bi-weekly touchpoints with assigned accounts to review ongoing Support issues and projects.
Work proactively with customers on activities such as coordinating upgrades and ensuring their installation is running smoothly.
Set-up and onboard new assigned customers into the program.
Provide weekend on-call support as part of the team rotation (8 hour shifts, during normal work hours).
Update and maintain various repositories, including team and public documentation, and actively contribute to cross-organization strategy discussions.
Ensure that systems and processes comply with security standards and regulations, implementing best practices to protect customer data and maintain system integrity.
Qualifications
Required Qualifications:
5+ years' experience in technical customer support, technical writing, system administration, or related roles,
OR bachelor's degree in computer science or related field AND 3+ years' experience in technical customer support, technical writing, system administration, or related roles,
OR equivalent experience.
Preferred Qualifications:
Experience leveraging AI tools and technologies to enhance business processes and drive innovation.
Deep knowledge of Git, GitLFS, Git Hub Administrator, and Git Hub
Worked closely with large complex customer accounts in a technical capacity
Experience with production-level virtualization platform(s) and/or cloud provider(s) (e.g., VMware ESX, KVM, AWS, Azure)
Proficiency with and/or ability to understand and update code and scripts (e.g., Shell, Ruby, Go)
Proficiency in…
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